Brand Communities provides a powerful email system to engage members efficiently, boost retention and track your performance.
Prerequisites
For emails to work properly:
- The member must have confirmed their email address (via the link in the email sent during registration)
- The member must have given their consent to receive non-transactional emails (opt-in)
Members can unsubscribe from emails at any time from their profile or via the link included in each email.
Email Types
You can use three main types of emails to strengthen community engagement:
These emails are sent automatically by the system, based on member activity (e.g., registration, mission participation, new status unlocked). To learn more, read this article.
They ensure relevant and timely communication.
What automatic emails currently exist?
| Email name | Description / Trigger | Frequency | Goal |
|---|---|---|---|
| Onboarding | Upon joining the community | Once |
Welcome the member. Encourage them to discover the community. |
| NewRole | New role obtained | Once | Inform the member of their new role. |
| NewBadgeEarned | New badge obtained | Each time a badge is collected | Motivate members to keep participating. |
| StatusEarned | New status reached | Each time a status is reached |
Highlight progress. Strengthen the sense of belonging. |
| Digest | Weekly email (Tuesday) if a contest, product testing or event is active | Every Tuesday if activities available |
Promote retention. Highlight key moments and weekly activities. |
| Topic | New content available in the channel or post the member is subscribed to | Each time new content is available in a followed channel or post | Bring active members back to content they are interested in. |
| ProductTestingCampaignInvitation | Invitation to a product test (invitation-only campaign) | Each product test invitation | Engage and highlight selected members. |
| ProductTestingCampaignApplicationAccepted | Confirmation of selection for a product test (open campaign) | Each accepted application for a product test |
Create satisfaction. Highlight selected members. |
| ProductTestingCampaignReviewValidated | The product tester's review has been validated by an admin | Each validated product test participation |
Strengthen contribution. Highlight participation. |
| ProductTestingCampaignReminder | Reminder after X days to complete a product test, sent to selected testers | Each product test participation (X defined directly in the product test) | Maximize the campaign completion rate. |
BrandCommunication emails are created and sent based on your choice, from the back-office. You can define segments using filters to enable targeted communication. Learn how to create them here.
To optimize your retention strategy, we recommend sending 2 to 4 community emails per month. You can discuss this in more detail and get advice from your Customer Success Manager (CSM).
To send these types of emails, the admin must have the [Send Emails from admin] permission.
What are the details of the manually triggered email?
| Email name | Description / Trigger | Frequency | Goal |
|---|---|---|---|
| BrandCommunication | Email created and sent directly from the back-office | N/A |
Activate a specific audience.
Inform, engage, promote retention and sense of belonging. |
These emails allow you to send reminders about new or ongoing missions to members who have opted in to communications.
What are the details of the TargetableUnlockable email?
| Email Name | Description / Trigger | Frequency | Goal |
|---|---|---|---|
| TargetableUnlockable |
Promotion of an existing mission from the back office.
In Settings > Gamification > Mission Click on the 3 dots of the mission you want to promote > Notify by email |
For each promoted mission |
Increase participation in a targeted mission.
Highlight a new mission or seasonal mission. |
Enable emails in the back office
- In Settings > Look & feel > Emails
- Select the desired email from the dropdown menu at the top right
- Enable
or disable
the email via the toggle button
You can click the Test this email button at the top right to preview it. You will receive the email directly at the email address linked to your back-office account.
Create and send an email manually
It is important to know that the community header and footer are automatically added. You therefore only build the body of the email.
Here are 3 possible methods:
1. Create emails directly in the back office (standard editor)
- Go to Animation > Community emails
- Click the + Create new email button, then choose Build from existing file
- Create your email using the standard text and formatting editor
- Click Test email at the bottom of the page to send it to yourself and verify formatting and links.
Once created and tested, you can now choose the recipients. Click Next step at the bottom of the page, then use the filters to select the user segment you want to send your email to.
For example, if it is a promotional email: you must select the email opt-ins by filtering on Has user accepted marketing email > True > Apply
Once the recipients have been filtered according to your criteria, you can:
- Save it as a draft by clicking Save draft at the bottom of the page. It will appear in the Draft tab.
- Schedule it for the date and time of your choice by clicking Scheduled email at the bottom of the page. It will appear in the Scheduled tab, then in the Sent tab once the date and time are reached.
- Send it immediately by clicking Send now at the bottom of the page. It will appear in the Sent tab.
2. Paste your own HTML
You might already have an emailing tool where you create your emails. Luckily, you can design emails in this external tool and integrate the design in HTML directly into the back office.
Start by checking if you can copy/paste the HTML from your tool (e.g., Klaviyo, Canva, Beefree).
- Create your email in the external tool and copy the HTML code once finished
- Go to Animation > Community emails > + Create new email > Build from existing file
- Click on
Source in the text editor and paste your email's HTML code
- Click again on
- Click Test email at the bottom of the page to send it to yourself and verify formatting and links.
Once created and tested, you can now select the recipients. Click Next step at the bottom of the page, then use the filters to choose the segment of users you want to send your email to.
For example, if it’s a promotional email: you must select email opt-ins by filtering on Has user accepted marketing email > True > Apply
Once recipients are filtered according to your criteria, you can:
- Save it as a draft by clicking Save draft at the bottom of the page. It will appear in the Draft tab.
- Schedule it for the date and time of your choice by clicking Scheduled email at the bottom of the page. It will appear in the Scheduled tab, then in the Sent tab once the date and time are reached.
- Send it immediately by clicking Send now at the bottom of the page. It will appear in the Sent tab.
3. Use the integrated email editor
The back office includes an integrated email editor with drag-and-drop functionality. You don’t need any external tools or technical skills!
- Go to Animation > Community emails
- Click + Create new email and choose Start from scratch
- Create your email using the drag-and-drop editor. To learn how to use it, see this article.
- Click Test email at the bottom of the page to send it to yourself and verify formatting and links.
Once created and tested, you can now select the recipients. Click Next step at the bottom of the page, then use the filters to choose the segment of users you want to send your email to.
For example, if it’s a promotional email: you must select email opt-ins by filtering on Has user accepted marketing email > True > Apply
Once recipients are filtered according to your criteria, you can:
- Save it as a draft by clicking Save draft at the bottom of the page. It will appear in the Draft tab.
- Schedule it for the date and time of your choice by clicking Scheduled email at the bottom of the page. It will appear in the Scheduled tab, then in the Sent tab once the date and time are reached.
- Send it immediately by clicking Send now at the bottom of the page. It will appear in the Sent tab.
Email Data
You can track the performance of all sent emails in Statistics > Emails.
Select the email type for which you want to view data from the dropdown menu.
You can export and download the data in CSV format for your own analysis. It is also possible to filter it by date or by day/week/month.